Re: Page Error: "There was a problem with our checkout"

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Page Error: "There was a problem with our checkout"

Bushra-s
Tourist
6 0 6

WhatsApp Image 2022-08-24 at 5.44.34 PM.jpeg

 

Hi everyone, 

Some of store customers shared this screenshot when they try to checkout, can anyone advise why it is happening?

Accepted Solution (1)

Victoria
Shopify Staff
2274 154 262

This is an accepted solution.

Hi, all.

 

Thank you for joining the thread and sharing the issues your customers have been experiencing with the checkout.

 

Shopify received reports of numerous customers being affected when moving from the Cart page to the checkout and are receiving the following error message: "There was a problem with our checkout. Refresh this page or try again in a few minutes."

 

Our developers have since resolved this and your customers should be able to proceed to checkout. I recommend clearing your cookies and cache and completely rebooting the browser before proceeding. 

 

We appreciate your patience and understanding as our developers worked to have this resolved for you. 

Victoria | Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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Replies 76 (76)
JesseLu
Tourist
4 0 1

It could be because of the preview mode.

bliss-box
Shopify Partner
44 0 2

wow, this issues has been ongoing for 1/2 a year now with no solution?

 

Same issue here, stated after using expo app. It was discovered that turning the app off fixes the issue. But we need this app! I contacted shopify support and after some very detailed debugging the team at shopify determined the issue to be the app. But because if this unresolved thread, the app developers are blaming it on shopify. Another way to trick the error not to show up is to force the browser to report the location so they do not have to select it. But it is not easy to preform this fix, nor is it well understood.

 

How to create the issue

1) go to my store bliss-box.net

2) add something to the cart with a drop down selection ( using expo app ) like (products/adapter-cable)

3) go to check out

4) change to a non US location

5) put in an email address

the screen with the reference errors will pop up

 

Can we get this fixed? I loose about %25 sales because of this, that most certainly is > the my monthly payment to shopify. That sounds a bit unfair..

 

 

 

 

 

 

 

 

bliss-box
Shopify Partner
44 0 2

dup post, can be removed. 

Ecommpremium
Shopify Partner
512 43 93

H i @Bushra-s  @EtienneDG  @AlexYZ  @HHDK  @Victoria  ,

This issue can be initially resolved via removing cache & cookies for checkouts. if you still facing the problem, please try to check the status with the shopify status update page.

we are always available to figure out your checkout issue 24/7 for you guys on urgent bases As an active shopify partner!

- Did we solve your issue? Like & Mark As Solution to help the community
- SKYPE: ahsanaliawan
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-Website
EtienneDG
Excursionist
15 0 12

I understand when customers are contacting us, we can tell them to empty their cache but this is not a viable solution. People need to be able to checkout and not have to empty their cache beforehand.

Anyone else found a solution?

Ecommpremium
Shopify Partner
512 43 93

@EtienneDG 

yes by enabling recapta and enabling data privacy option on your store. this way every new customer has to get clean cookies and cache!

 

- Did we solve your issue? Like & Mark As Solution to help the community
- SKYPE: ahsanaliawan
- 300+ Video Tutorials
-Website

Subinnath
Visitor
1 0 0

Any possible solution? Getting "there was a problem with our checkout" in the Shopify Android checkout screen

Victoria
Shopify Staff
2274 154 262

Hi, @Subinnath.

 

On Tuesday, Shopify received numerous reports of an issue that affected admin and checkouts making them inaccessible. However, our developers have since resolved this issue. If you're still experiencing an error message at checkout, I encourage you to create a support request via the Shopify Help Center, so our team can look into your account specifically and troubleshoot accordingly.  

 

Let us know if you need help accessing the help center or have any further questions. 

Victoria | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

JusticeA
Tourist
7 0 8

We are still experiencing this exact issue: I replicated it many times on my end including as of this morning and have heard from customers about it. I have a ticket in, but still no response.  I guess it has not been resolved after all...

 

Ecommpremium
Shopify Partner
512 43 93

This issue can be initially resolved via removing cache & cookies for checkouts. if you still facing the problem, please try to check the status with the shopify status update page.

we are always available to figure out your checkout issue 24/7 for you guys on urgent bases As an active shopify partner!

 

- Did we solve your issue? Like & Mark As Solution to help the community
- SKYPE: ahsanaliawan
- 300+ Video Tutorials
-Website
Mikay
Tourist
7 0 3

We are still experiencing this issue. We've asked them to clear the cache or cookies, try different browsers, or try incognito mode etc. Some resolved by doing that but some are still not able to go checkout. We tried to place an order for them on our end but we also get the error message trying to pay their invoice. We don't know how to fix this. 

JusticeA
Tourist
7 0 8

This is STILL an issue. It is not resolved.  Shopify customer support told me that I should try going to the checkout on a cell phone.  This is not how people do business in a wholesale setting.  I am frustrated.  The issue continues to be a problem and it is obviously not just for our business.  A global solution is needed. I have no idea how many sales I have lost due to this but it has been going on for at least weeks and Shopify still doesn't seem to be taking it seriously.  Here is a screenshot from a few minutes ago.

 

Screen Shot 2023-04-18 at 9.40.04 AM.png

RUdirect
Excursionist
18 0 8

Hi Victoria,

 

Please can you update us on what is going on with checkouts now. I have some customers who are unable to get to the checkout page regardless of browser, cache, mobile/desktop etc. It is also ridiculous that we would have to ask customers to clear their cache to place an order, how can a business be run like that?

 

The checkout is still not working for everyone. If the checkout is breaking intermittently this makes shopify near useless, how are we meant to have a stable income and make a profit if this is going on?

RUdirect
Excursionist
18 0 8

Screenshot_20230418_133131_DuckDuckGo.jpg

Screenshot_20230418_132941_DuckDuckGo.jpgHere are some screenshots to show the problem

simonjewel
Visitor
1 0 1

Hi @Victoria and everyone

We have customers reporting the same issue.

Attached here is a video from a customer showing the issue. The first report was from a customer on April 24.

Any updates?

Thanks for your efforts
Simon / thejewelleryroom.com

Mikay
Tourist
7 0 3

@Victoria any update on this?

Stanislavsky
Visitor
2 0 0

If you are using Android WebView try to add 

domStorageEnabled = true

after 

javaScriptEnabled = true

 It helped me.

RUdirect
Excursionist
18 0 8

Our shop is having the same issue, I can replicate it sometimes. Some customers are fine, others can't checkout. 

 

Sales are down 50%. 

st11390
Excursionist
11 0 8

This is happening to us also.  Had a customer call in today and said it happened to him a few weeks ago too when he tried to order and he gave up.  today he called in to complete his order.   I am really wondering how many orders we may be missing because of this issue.  

 

Ronzo
Tourist
6 0 7

did anyone actually sort this out!

I am asking my shopify expert cos this is some bs

opposite
Visitor
1 0 0

I'm a customer, trying to make on order 2 days in a row in Shopify based shop. Wow, this bug is not fixed for a year.

THEBUTVIDAS
Excursionist
15 0 2

Seems this issue is back with OPC

THEBUTVIDAS
Excursionist
15 0 2

Custom 10 mins ago same issue. This is prob the 30th customer since Sept 22nd-ish. Customer just cleared cache and SAME ISSUE!unnamed.jpg

buddhaed
Visitor
2 0 0

It's 10/31/23, a customer just reported it to me as well.  I just opened the shop!  And I also replicated the issue on my iPhone just now.  What's going on?  I contacted my Shopify expert to see if he can help.  I'll report back if it's an answer that's different from "clear cookies and cache."  Frustrating and embarrassing.

THEBUTVIDAS
Excursionist
15 0 2

That is the answer you will get. People have given up and moved off Shopify due to this. No fix in sight. 

LisaMaree
New Member
5 0 0

I have had this exact issue with a customer this morning, screenshot attached. I'm very worried as our sales have dropped over the last day or two and I'm concerned it's happening to other customers that I don't know about.

She was in safari on our website and this was happening, when she tried in chrome it worked. She also said she just updated her iphone software today.

Please help??

bliss-box
Shopify Partner
44 0 2

help? No...

 

1) Will you get help from the forums, absolutely not. You will get told to clear cache and reboot your device, you will get baited from a lot of devs that claim you need to redo the entire page and pay them to develop it right. You will get links that go no were but circles leading to a bottomless pit of time. You will also get lots of finger pointing.  Its the themes fault, its the developers fault, its shopifys fault. All while you loose money!

 

I was able to open a ticket that got someone from shopify to look in to it, they claimed they fixed it... but it came back, they are still working on it I'm told.